Digital experiences are a crucial part of your Customer Experience, especially during the pandemic. Some organizations are excelling, while others could use some work. No matter where you fall on that spectrum, we have some essential considerations for designing your...
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy Baseball great Yogi Berra has been quoted as saying “When you come to a fork in the road, take it.” He also said “If you don’t know where you are going, you might wind up someplace else.”...
Wouldn’t it be great if you could truly predict Customer’s behavior. Well you can! Welcome to the world of behavioral economics. I have recently been included in Brand Quarterly’s ‘Top 50 Marketing Thought Leaders over 50’ and they asked me an interesting...
There are a lot of elements that must come together brilliantly for an experience to be perfect. One essential element often neglected, but essential is the training of your Customer-facing teams. In my view, there is a great lack of training on soft skills with...
Big data is the gigantic data sets whose analysis could reveal predictions of human behavior. Big data is big news. If we can predict what people will do in a given situation, we can create situations that get them to do what we want. But Big data is only showing us a...
I find it beyond belief how large organizations can cheat and lie to their Customers. Maybe it’s because I’m becoming old or maybe it’s just because it is happening more. Skechers lied to us that if we wore their (weird-looking) Shape-up shoes that we could get in...
